Collections Manager Resume Sample

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Amanda Muller
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Work Experience


Collections Manager
03/2017 - PRESENT
San Francisco, CA
  • Hire, lead, and coach employees to deliver business objectives and achieve professional development goals
  • Assist in the development of strategic plans, tactical design and execution of Collection strategies to maximize efficiency
  • Operate a customer centric call centre / operation focused on helping customers find solutions throughout all stages of delinquency
  • Role is site lead for the Nanaimo TDAF Collections team
  • Work in close consultation with various internal and external stakeholders to ensure programs are designed to maximize collection results
  • Support operational quality assurance and regulatory compliance programs
  • Optimize opportunities to improve on productivity, effectiveness and operational efficiency for the teams reporting to them as well as manage their expenses
  • Promote an environment focused on continuous improvement and operational excellence
Consumer Debt Collections Manager
09/2014 - 09/2016
Dallas, TX
  • Demonstrated leadership, impact and influence, and people management skills are essential
  • Motivated to achieve superior results, displaying high energy and remain resilient under pressure
  • Strong change management and organizational skillsStrong judgment and problem solving skills
  • Knowledge of customer contact centre operationsExperience in complaint resolution process and an ability to have potentially difficult customer interactions
  • Effectively lead a large team through significant operational change, while at the same time enhancing service levels to partners and improving overall employee and customer satisfaction
  • Demonstrated managerial skills required
  • Experience in collections and accounts receivable
  • Communication - communicates clearly and concisely, verbally and in writing. This includes utilizing proper punctuation, correct spelling and the ability to transcribe accurately. The ability to communicate with staff, Parallon Management, Division and
  • Maintains and ensures accuracy for all records pertaining to collections objects through digital and paper-based records in PastPerfect database
Delinquency Collections Manager
09/2009 - 04/2014
Dallas, TX
  • Reviews, approves, and implements best practices for housekeeping and safekeeping procedures used by SCU Custodial Services Department for maintenance of collection pest management system
  • Makes recommendations for damaged artifacts
  • Maintains environmental control equipment with regular calibration appointments
  • Recommends basic conservation methods for collection artifacts
  • Maintains inventory of archival supplies and places orders for new supplies when needed
  • Thorough knowledge of the Company’s Standard Operating Procedures, finance programs, loss mitigation options, as well as state and federal legal requirements (FDCPA & CFPB) with regard to collections procedures, bankruptcies, foreclosures, and repossessions
  • Communications with Company's partners on issues with respect to accounts they originated and seeking their input and support
  • Maintaining detailed records on all actions taken in this role. Prepares documentation and correspondence necessary to perform responsibilities
  • Review accounts for discrepancies and potential issues

Education


Purdue University North Central
2005 - 2009
Bachelor's Degree in Business

Professional Skills


  • Excellent analytical skills, with knowledge of collections, credit, accounting and finance principles, experienced in assessing portfolio and customer risk
  • Excellent verbal and written communication along with strong research and analytical skills
  • Skill in effectively managing a high volume of work, prioritizing and delegating
  • Excellent presenting and reporting skills
  • Excellent verbal and written communications skills including professional collections from on-going customers
  • Strong motivational skills with emphasis on effective coaching conversations
  • Strong organizational/analytical and problem solving skills

How to write Collections Manager Resume

Collections Manager role is responsible for analytical, collections, customer, negotiation, credit, leadership, research, finance, excel, powerpoint.
To write great resume for collections manager job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Collections Manager Resume

The section contact information is important in your collections manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Collections Manager Resume

The section work experience is an essential part of your collections manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous collections manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular collections manager position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Collections Manager resume experience can include:

  • Excellent customer service, problem resolution skills and strong PC skills
  • Effectively lead, coach and develop analysts, while building a strong culture around results and values
  • Excellent Problem Solving / issue resolution skills
  • Excellent interpersonal, written, and oral communication with ability to effectively communicate with all levels of management and support units
  • Meet deadlines along with excellent time management skills
  • Strong PC skills, SAP, Get Paid,

Education on a Collections Manager Resume

Make sure to make education a priority on your collections manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your collections manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Collections Manager Resume

When listing skills on your collections manager resume, remember always to be honest about your level of ability. Include the Skills section after experience. Present the most important skills in your resume, there's a list of typical collections manager skills:

  • Competent functional skills backed by analytical skills, problem solving skills and people management skills
  • Solid communication and interpersonal skills to work effectively with internal/external customers across the globe
  • Strong organizational skills while possessing a disciplined approach to working in a highly targeted environment
  • Experience effectively leading/managing a team of technical professionals
  • Good team building, management and organizational skills
  • Very good Credit Risk management skills including financial statement analysis

List of Typical Experience For a Collections Manager Resume

1

Experience For Consumer Debt Collections Manager Resume

  • Excellent communication skills. Ability to adapt communication style to various customer base
  • Proven efficiency in technical analytic positions – able to lead others in this regard based on previous knowledge and experience; including NTM support
  • React immediately to critical priority operational needs, providing effective support to no-notice mission requirements
  • Preparing ISR assessment metrics of IMINT, SIGINT and HUMINT products to gauge the effectiveness of collection operations
  • Experience maintaining briefing materials and providing articulate operations briefings to high-level government officials on a regular basis
  • Prior knowledge of call center operations required ( dialer, phone systems, skip tracing, budgets)
  • Previous experience working with regulators; preferably that regulate mortgage companies such as OCC, FED, CFPB and GSE’s
  • Experience with MS Excel software
  • Two to Three years’ service or collections management experience in a call center environment
2

Experience For Regional Collections Manager West Resume

  • Sound knowledge of Finnish insolvencies and local credit laws; legal experience is a merit
  • Experience in consumer and/or business loan collections
  • Understanding of technical and up-stream process issues causing invoice disputes and requiring work-arounds
  • Following instructions and input from the Director of Asset Management and others relative to work performed
  • Teaming with legal to manage recovery for both pre and post-bankruptcy resolutions and claim filings
3

Experience For Delinquency Collections Manager Resume

  • Leading a team of 12 business-business collection professionals
  • Managing a portfolio of over 250 customers comprised of Tier-1, complex and large national customer accounts
  • Engaging with internal Project Managers as well as external clients to monitor, track, and collect accounts both in Canada and the USA
  • Responsible for auditing, analyzing and monitoring the performance of outsource partner and ensuring their compliance with corporate policies and procedures
  • Excellence in reading, writing and speaking home market language and English
  • Assist in drafting, planning and delivering content for Monthly and Quarterly Business Reviews with Senior Leadership
4

Experience For Direct Collections Manager Resume

  • Responsible for coaching and mentoring team of 15-20 Portfolio Analyst(s) and team leaders while driving a customer centric culture within our company
  • Manages and/or coordinates, as appropriate, key funding opportunities and partnership. Networks with key partners regularly, representing the Library
  • Monitors use and maintains quality of collection of library materials in the department, including recommending titles or subjects for purchase
  • Budget management against seasonal plan and targets, tracking all departmental invoices and ensuring they are processed quickly for payment
  • Maintains Special Collections account base by contacting customers regarding delinquency and course of action (noted above)
5

Experience For Regional Collections Manager Resume

  • Manages and directs the care of all bankruptcy matters including proof of claims, bar date notifications, claims and document processing
  • Provide leadership and direction to direct reports by offering constructive feedback to help develop staff into a high performing team
  • Management, mentoring and training of Americas Collections Analysts
  • Provide strategic direction and establish ongoing training in an effort to protect and reduce credit risk in receivables and assets
  • Support NCR’s global DSO, and loss on accounts receivable results, assisting in the development of reporting and analytics
6

Experience For Special Collections Manager Resume

  • Execution of cash/bad debt forecasting and weekly reporting of AR collection status
  • Establish and maintain an on-going review of working practices to ensure they are fit for purpose and meet client needs
  • Proactively monitor daily and monthly reports to ensure accuracy, monitor servicing triggers and working any issues and exceptions
  • Interpret servicing agreements, regulatory requirements, and loan documents to ensure service level requirements are being met
  • Assist in developing and executing AR portfolio performance targets
  • Ensure adequate staffing, training and development of staff is in place to meet operation needs
  • Skip tracing where applicable
7

Experience For Collections Manager, Global Collections Resume

  • Ensures access to special collections through cataloging materials, collection management and security
  • Responsible for achieving line of business goals in partnership with Business Leadership
  • Responsible for forcasting anticipated volume demand and manage to applicable key financial goals by line of business
  • Plan and conduct regular and ongoing team meetings and ‘one-on-one’ manager development meetings (as needed)
  • Maintain the budget for the collections care department, including library & archives
  • Develop in-depth knowledge of the collection’s scope, condition, and organization of the collection, including storage needs and associated documentation
  • Book and undertake Fittings w/ Roksanda, Design team and freelance team. Take all fitting notes for pattern amends
8

Experience For CI / Humint Collections Manager Resume

  • Main/only link between the design studio and the technical and development team to drive work flow and ensuring deadlines are adhered to
  • Compile all information necessary to comply with the Business Unit’s reporting in a timely and efficient manner
  • Provide Immediate management support to the collections call center team handling inbound/outbound calls and email
  • Monitor and update and approve time cards for payroll processing
  • Advanced understanding of MS Office Suite required
  • Clear understanding of dialer/phone technology
  • The Management, training, and development of a department of credit and collections
9

Experience For All Source Collections Manager Resume

  • Monitor and review client aging
  • Work with sales and billing to research and resolve escalated issues
  • Assist former students in resolving financial issues and, when possible, their return to Seton Hall University
  • Maintain student loan files adhering to prescribed retention schedule
  • Coaches and develops each collector as it relates to aging targets and territories goals set forth by Finance Director and Director of Credit
  • Works with internal / external attorneys to provide all documents necessary for filing suit
  • Oversee and advise Collectors on negotiating payment plans and settlements for potential Collection accounts
10

Experience For Fixed Site Collections Manager Resume

  • ·Understanding of security and collateral instruments
  • Provide reporting to senior leadership
  • Coordinate collection efforts for aged receivables including unpaid invoices as well as deduction management
  • Liaise with the teams in improving employee engagement and satisfaction
  • Self-starter, ability to work in a fast-paced ever-changing environment
  • Consults with appropriate credit, sales and branch personnel on particularly complex collection issues requiring assistance or unusual action
  • Prepares and submits periodic operating reports to management on the status of collections
  • Call businesses to collect outstanding bills

List of Typical Skills For a Collections Manager Resume

1

Skills For Consumer Debt Collections Manager Resume

  • Excellent strategic and operational decision making skills
  • Excellent presentation, training and development skills
  • Demonstrated skills in, and knowledge of computing systems and automated environments
  • Strong presentation skills – both written and verbal; ability to create, present and influence
  • Strong communication and organizational skills and ability to work with employees of all levels
  • Skill in interpersonal relations necessary to effectively lead a team, work with client agencies and debtors
  • Excellent analytical skills with the ability to translate business objectives into an analytical agenda
  • Strong presentation skills – both written and verbal; ability to create, present and persuade
2

Skills For Regional Collections Manager West Resume

  • Strong proficiency in Excel, Powerpoint, MS Access and desirable skills in Visio
  • Directing the skills of others
  • Prior experience managing/supervising staff
  • Deals with job stress effectively during peak workload occasions
  • Computer navigation and keyboarding skills
  • Strong working knowledge and experience with SAP and Salesforce
  • Provide a working environment that focuses on good controls as well as efficient and effective work flows
  • Leads collection of Accounts Receivable from assigned customers; make sure outstanding balances are collected effectively
3

Skills For Delinquency Collections Manager Resume

  • Proven ability to establish effective working relationships with staff
  • Strong policy writing experience within an FCA environment
  • Demonstrated experience working in an analytical and data driven environment designed to identify and resolve problems efficiently
  • Manage challenging expectations effectively and resolve conflicts efficiently
  • Effectively supervises Department staff, ensuring optimal performance
  • Advanced accounts receivable collections skills
  • Skill in effective leadership of a team
  • Strong people & project management experience
4

Skills For Direct Collections Manager Resume

  • Quickly and effectively learn and adapt to new software technologies
  • Intermediate Microsoft Excel and PowerPoint skills (pivot tables, vlookups, etc.)
  • Effectively communicate with senior and executive level managers on all collection matters
  • Collections experience and/or 6 years in a call center environment or equivalent experience required
  • Advanced technical and computer skills; ability to navigate quickly within various computer programs
  • ·Five years progressive Credit and Collections experience with at least three years of management experience
  • Developing action plans to improve operational controls, mitigate losses, ensuring consistent customer service and a superior client experience
  • Liaising with Clients to ensure timely and effective collection of outstanding debts and allocation of payments
5

Skills For Regional Collections Manager Resume

  • Balancing multiple priorities in a fast paced, high energy environment
  • Managing collections team to reach DSO goals through effective communication
  • Evaluating people's effectiveness
  • Skill in supervising, training, selecting, monitoring, counseling, and evaluating assigned staff
  • Experience with managing a portfolio and leading external vendors and driving performance
6

Skills For Special Collections Manager Resume

  • Good understanding of consumer lending activities including products and services
  • Demonstrated expertise in collecting, interpreting and analyzing data
  • Demonstrates knowledge, understanding and application of company and departmental policies/procedures in performing job functions
  • Skill in analyzing business, legal and financial documents and information and determining optimal case management
  • Experience (three to five years) working in Commercial Insurance premium collections and/or accounting operations
  • Follow and challenge existing process, policy and procedure resulting in enhanced, refined and effective business solutions
  • Have experience of managing and developing a Collections and Debt Recoveries team
  • Enhance department functions, by consistently looking for opportunities to improve the efficiency of the department and improving the customer experience
  • Experience running project teams and bring projects to conclusion
7

Skills For Collections Manager, Global Collections Resume

  • Adjust to the demands of changing priorities in a fast paced setting
  • Good understanding of mortgage lending industry practices and regulatory obligations
  • Proven history of participating on cross functional teams as well as the ability to build organizational relationships with peers and operating partners
  • To implement an effective collections strategy to maximise collections for HCBF, whilst following the principles of “Treating Customers Fairly”
  • Skill in complex skip tracing
  • Skill in solving complex problems/situations
  • Experience working within debt recovery or insolvency environments
8

Skills For CI / Humint Collections Manager Resume

  • Highly recommended that the incumbent to have at least 3 years of experience in collecting, accounts receivable or a related area
  • Experience of managing large complex operational teams
  • Build effective relationships with Billing and Accounts Receivable departments and team members
  • Experience in managing the collections function of a large lease/loan portfolio
  • ·Strong technical background in Credit and Finance procedures with understanding of internal controls
  • Demonstrated knowledge of the Fair Credit Debt and Collections Act and lending policies and procedures
  • Provide strong leadership to NCR collections teams to support NCR cash collection targets, making appropriate decisions
  • Flexible in approach, rational when faced with changing priorities in a dynamic environment
9

Skills For All Source Collections Manager Resume

  • Experience in a lending environment
  • Manage collection employees’ workload, changes in priorities, aging and allowance for bad debt analysis
  • Have 3 to 5 years’ experience of personally working in the Indian Market
  • Excellent working knowledge of Collections, Fraud and Complaints functions
  • Experience of managing a team of Collections staff
  • Proven track record of substantially reducing DSO
10

Skills For Fixed Site Collections Manager Resume

  • Five (5) years of accounting related work experience
  • 5–10 years management experience – preferably in collections or accounting
  • Oversees and provides guidance for timely efficient and effective collection efforts, with the goal of obtaining payment when due
  • Previous experience of working in a Managerial role
  • Experience of transitioning services to a shared service center
  • Experience in direct customer contact, service, and collections with expertise in leading multinational teams
  • Collections experience
  • Previous Collections experience
  • Be the Customer - eBay experience: Buying and Selling

List of Typical Responsibilities For a Collections Manager Resume

1

Responsibilities For Consumer Debt Collections Manager Resume

  • Ensures adequate coverage for contacts within the budget guidelines. Make daily adjustments to staffing as a result of shrinkage and volume demands within the line of business
  • Excellent ManagementSkills: An individual thatcan inspire others within the company; someone with a “roll upthe sleeves” approach to getting things done
  • Demonstrated Ability to effectively communicate and work with various levels of management both internally and externally
  • Solid skills with Excel and Microsoft Office suite
  • Demonstrate a strong knowledge of third party payers including Medicare, Medicaid, and local HMO/PPO’s
2

Responsibilities For Regional Collections Manager West Resume

  • Adjust to and work effectively in a dynamic, changing environment
  • Continually assess and build strong and effective individual / team talent to optimize performance
  • Experience in arranging and describing primary source materials in an archival setting according to accepted national standards
  • Strong knowledge of developing billing and collections procedures and managing third party billing and collection companies/systems
  • Prior working relationships with major banking/financial institutions and/or credit card companies
  • Experience in leading Collections and Problem Resolutions
  • Knowledge and experience creating MARC records for archives and manuscript collections
  • Knowledge and experience using ExLibris Circulation module
  • Experience working with offshore outsourced teams
3

Responsibilities For Delinquency Collections Manager Resume

  • Experience managing 15-20 collections professionals
  • Supports strong client relationships by displaying professionalism and efficiency in appropriate communications as directed by management
  • Evaluate the museum’s current standards of collection care, identify priorities, and implement strategies for improvement
  • ·Functional experience with SAP, GetPaid and Microsoft Office
  • Strong ability to negotiate and problem solve
4

Responsibilities For Direct Collections Manager Resume

  • Help staff prioritize customer and sales staff inbound and outbound communications
  • Drive continuous improvements to NCR Collections and AR practices and policies to support an effective business control environment
  • Execute on plans to drive effective collection results amongst all business segment types
  • Assist director in management of accounts in collection process, and productivity of collections staff with a strong patient focused approach
  • Hiring and Training of employees through appropriate coaching and mentoring
5

Responsibilities For Regional Collections Manager Resume

  • Planning for/and effecting/initiating change
  • Inspiring, motivating and leading others
  • Planning and developing plans
  • Ensuring that departmental risks are identified and correlating controls are monitored and tested
  • Ensuring that risk management activities are undertaken, quality is maintained and reporting is timely
  • Ensuring that corrective actions relating to any departmental issues are tracked
  • Taking all necessary steps to protect the security of company’s assets
6

Responsibilities For Special Collections Manager Resume

  • Reporting for department and upon request
  • Using Lean Six Sigma tools to make process improvements as per the Sage continuous improvement culture
  • Bringing people together in cooperative efforts
  • Taking payments over the phone via credit card
  • Filing Liens for customers who have neglected to pay
  • Releasing Liens for customer who have paid after lien filed
7

Responsibilities For Collections Manager, Global Collections Resume

  • Preparing paperwork to take clients whom neglect to pay to Small Claims Court
  • Converting receivables into cash
  • Optimising productivity and quality
  • Assist in asset repossession and remarketing functions to minimize time frames for acquiring and reselling assets, while maximizing funds received
  • Maintain working knowledge of the current billing office system and perform ongoing training to collections staff as needed
  • Provide ongoing monitoring of standards by conducting standards testing on Patient Account Specialists
  • Provide/utilize program and agent performance reporting as required, including statistical analysis and reporting to drive performance
  • Maintain current knowledge of new and changing laws and regulations regarding billing and collection issues
  • Engage personnel in taking responsibility for risk and control testing and reporting procedures
8

Responsibilities For CI / Humint Collections Manager Resume

  • Maintain an understanding of technological developments for Collections, forming and submitting recommendations as appropriate
  • Ensure that the department is meeting or exceeding statistical targets, goals and KPIs
  • Make recommendations regarding the development of policies and procedures; identify and implement processing efficiencies
  • Assist in analyzing the current collection positions, suggesting ways to improve future cash flow
  • Responsible for overseeing departmental training for all Patient Account Specialists
  • The ability to adhere to all applicable legal and Company policies regarding privacy including HIPAA
  • Manage a team of analysts, providing them with training, guidance and support needed to perform their job responsibilities
  • Input into working processes being documented, standardised, modified in a controlled manner, waste eliminated and the value stream map for the area updated
9

Responsibilities For All Source Collections Manager Resume

  • Consumer collection manual dialing team(s) (including human initiated dialer
  • Develop processes, procedures and strategies, which lead to Citibank Australia meeting or exceeding best practice in terms of recovery of written off accounts
  • Collaborate with the shared service center for cash applications and invoicing
  • Identify invoicing and AR issues and actively follow up with partners to get them resolved
  • Develops and administers training procedures for all associates in the Collection team
10

Responsibilities For Fixed Site Collections Manager Resume

  • Coordinate issue resolution for all levels of escalated issues including those identified by customers, management, the Field, and clients
  • Successfully carry out supervisory responsibilities on special projects concerning Collections
  • Develop and formulate collection policies, procedures, and goals for collecting past due invoices
  • Develop productive partnerships with Sales and other operating groups
  • Provide internal and external training forcollections team. Provide consistent and concise information toBusiness for collections issues when requested
  • Direct the collection of past due payments of active accounts to bring the delinquency ratio within target ranges
  • Assist collectors with assessing collections options, tools and implementation of tactics
  • Monitors all A/R from end to end working with clients, payers, and internal stake holders for resolution

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